Ada’s values are deeply rooted in the history of the company and experience of our two Founders. Before building Ada, Mike and David were exposed firsthand to the pain of managing customer service in a way that was authentic and simple – but also efficient and scalable.
To understand these competing interests better, they jumped in wholeheartedly and joined multiple support teams to identify the barriers - like time, technology, and tedious tasks – that were keeping businesses from delivering incredible customer experiences.
Mike and David both answered tens of thousands of inquiries, painstakingly and manually addressing each one, to arm themselves with broad-based insight of what it would take to overcome these barriers.
And so Ada was born – with the understanding that live agents have more to contribute than responses to frequently asked questions; with an appreciation for customers’ preference for on-demand, self-service support; and with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.